Intake Paralegal

About the role

Neighborhood Legal Services, Inc. (NLS) is the largest nonprofit civil legal services provider in Western New York. This role serves as the first point of contact for clients seeking legal assistance via phone, online, or in-person walk-in.

Responsibilities

• Serve as the first point of contact for clients seeking legal assistance via phone, online, or in-person walk-in.
• Conduct comprehensive intake interviews to assess eligibility for services based on income, legal issues, and other criteria.
• Accurately collect and enter client data into the case management system.
• Provide legal advice and counsel and extended services on eligible matters in accordance with agency protocols and under attorney supervision.
• Triage and refer matters to appropriate legal units or outside agencies when needed.
• Develop a working knowledge of all NLS practice areas and stay up to date on relevant legal changes and resources.
• Maintain a trauma-informed and culturally competent approach when interacting with clients in distress or crisis.
• Manage a high volume of calls and applications in a fast-paced, call center-style setting.
• Participate in ongoing training and supervision to ensure quality and consistency of service delivery.

Core Competencies

• Strong personal work ethic and ability to organize time, manage diverse activities, and meet critical deadlines with minimal supervision;
• Excellent writing, editing, and proof-reading skills, with ability to be detail-oriented;
• Strong interpersonal skills and an ability to work collaboratively with a dynamic and multi-sector team;
• Curious and self-directed with an ability to anticipate client needs;
• Cultural humility in working with low-income clients across the spectrum of diversity, including race, ethnicity, gender identity, sexual orientation, socio-economic status, immigrant status, religious identity, physical and mental disabilities, and limited English proficiency; and
• Familiarity with diverse communities is a plus.

Work Environment

Centralized intake unit with call center-style operations. On-site positions in Buffalo and Lockport. Occasional travel for walk-in coverage or Justice Bus events. Regular interaction with clients by phone, online, and in person.

Salary

Salary is based on years of relevant paralegal experience and placement within Steps 1 through 22 of the salary scale. Full-time position with a 35-hour work week and reduced summer hours. NLS offers a comprehensive benefits package to its employees, including health, dental, and vision insurance, a generous PTO policy, and access to sick and personal leave, as well as eligibility for public student loan forgiveness.

Qualifications Required

• Bachelor's degree or equivalent experience in legal services, social services, crisis intervention, or a high-volume customer service.
• Experience working with vulnerable populations and knowledge of community resources;
• Self-motivated and dependable;
• Demonstrated ability to quickly learn and communicate complex legal information clearly and empathetically;
• Strong verbal and communication skills for client intake, client follow-up and attorney interface;
• Proficient in computer systems, data entry, and ability to learn new case management and call center software.
• Ability to multitask and manage a fast-paced environment with professionalism and empathy.
• Willingness to work as a team member and contribute to the efforts on any case.

How To Apply

To apply, please send cover letter, resume, and 3 references to [email protected]. Online at NLS.org/careers.